Job Title: Escalation Specialist
Summary:
We are seeking an experienced Escalation Specialist to join our Quality Assurance department. The ideal candidate will have at least 2 years of experience in handling escalated customer issues and providing timely resolutions. The Escalation Specialist will be responsible for investigating and resolving customer complaints, ensuring customer satisfaction, and identifying areas for improvement in our products and services.
Roles and Responsibilities:
- Investigate and resolve escalated customer complaints in a timely manner
- Communicate with customers to understand their concerns and provide appropriate solutions
- Collaborate with internal teams to address root causes of escalated issues and implement corrective actions
- Monitor and track escalated cases to ensure timely resolution and customer satisfaction
- Analyze trends in escalated complaints to identify areas for improvement in products and services
- Provide feedback to management on ways to prevent future escalations and improve overall customer experience
- Maintain accurate records of all escalated cases and resolutions
Qualifications:
- Bachelor's degree in Business Administration or related field
- Minimum of 2 years of experience in a Quality Assurance role
- Strong problem-solving and communication skills
- Ability to work under pressure and handle difficult customer situations
- Proficiency in Microsoft Office Suite and CRM software
- Experience in analyzing data and identifying trends in customer complaints
If you have a passion for customer service and a proven track record of resolving escalated issues, we encourage you to apply for the Escalation Specialist position.